Due to our growing client base it has become necessary to establish a technical support & training policy. Please note this policy and pricing are subject to change without notice.

Providing help to people with technology support issues and other questions over the telephone and via email has grown to a level that entails a large percent of each day! In an effort to accomplish two goals: 1. Continue to provide the best support we can to our clients, and  2. Continue to supply the same level of technical support without going out-of-business, it has become necessary to create this support policy and service price list.

By way of example this policy refers to technical support fees being applied to, but not limited to:  any computer or Internet related question you may seek to ask us, installation, set-up or operation problems, virus problems, software operation, program configuration difficulties, computer operational issues, and other help requests.  We will offer help and advice on absolutely anything if it falls within our area of expertise. Even if the problem has nothing to do with our offered services we will do our best to advise you.

This policy also coveres any problem that is not the cause of Wolf Valley or our service provision, including but not limited to; web site problems on a site you maintain (regardless of if we built it for you or not), hacker attempts on your site, email problems not caused by a problem on our server, etc.

At any time without charge we will:

• Track down any problem with software/hardware on a site you HOST with us.
  • Provide information needed to set up/access your Wolf Valley HOSTING account.
  • Check your username/password of your Wolf Valley HOSTING account.
  • Check your login attempts to ensure you are using the correct username/password.

*Minor issues that require less than 5 minutes to complete may be provided at no charge.  However, calling or emailing repeatedly to ask one question at a time so as not to use more than 10 minutes at a time WILL incur fees.  Please be reasonable about this and don't take advantage of our good nature. We don't HAVE to give you a single minute free, actually. We are happy to, but don't take advantage!

*Also Note: Trying to get free website training by asking one question at a time, constantly so you don't have to pay for a training session will be billed at the regular rate and may include a 'rush fee' also.

Yes, that's correct, we had to include these 2 caveats because we experience this constantly. Sad, isn't it?

Telephone or Email Support / Training

5 minutes or less = free* (please see the above caveats)
Each half hour = Half the current hourly rate.

On-Site Support / Training

$35 local site fee.  Then the regular hourly rate per hour billed in ½ hour increments. 1 hour minimum for local appointments. 2 hour minimum for appointments requiring travel greater than 1 hour.

Please note if our support team travels more than 1 hour to get to you there will be a further charge for travel and possibly lodging based on distance.

Cancellation Fee

Once the Client has made an appointment for a specific time and date, we can not schedule any other work/appointments from other clients for those times and dates. As a result, once an appointment is made, if it is subsequently cancelled, a cancellation fee will be charged to the client according to the following schedule.

When a client cancels a booking one week or more before any confirmed date, there will be no cancellation fee. When a client cancels a booking less than 48 hours before any confirmed date a fee of 50% of the booked time rate, (or $100 in the case of unspecified training/consulting appointments) will be charged. When a client cancels within 24 hours of any confirmed date, a fee of 100% of the booked time rate (or $100 in the case of unspecified training/consulting appointments) will be charged. When a client cancels a booking when Wolf Valley is en route, or has arrived at the appointment location a fee of 100% of the booked time rate, (or $250.00 in the case of unspecified training/consulting appointments) will be charged. In addition to this cancellation fee, the client will be charged for any expenses incurred by Wolf Valley, including travel and lodging.

PLEASE NOTE: Nonprofit Organizations may receive special pricing. Please visit msntap.org for further information.

Any nonprofit who has been extended the nonprofit discount who does not pay their invoices on time will no longer be eligible for the discounted rate and may be required to pay UP FRONT for further services. Late fees are also assessed after 5 days past the due date of the invoice. If any payment, including late fees where assessed, are not paid the client's website or other services may be suspended or terminated.

Design and Programming: Wolf Valley programming and web design contracts come with 30-days of technical support from the design and programming team. For example, if something isn't working properly and/or help is needed on minor issues resulting from the original design or programming, Wolf Valley will fix the issue for you at no cost as long as the issue was originally covered in the scope of the project and not caused by you.

Timeliness: Wolf Valley technical support will attempt to resolve any issue within 48 business hours.

Rush Fee: Any requests for immediate work or work that must be performed on a weekend will incur a $75.00 rush fee on top of all regular charges.

Payment and Collections

Any client, nonprofit and for profit alike,  who has been extended a discounted service rate who does not pay their invoice on time will no longer be eligible for any discounted rate and may be required to pay UP FRONT for further services. Late fees are also assessed after 5 days past the due date of the invoice. If any payment, including late fees where assessed, are not paid 10 days past the due date the client's website or other services may be suspended or terminated.  Paying an invoice well past the due date, after you have been advised late fees have been assessed, but refusing to pay the late fees will constitute refusal to pay and may, at our discretion, result in immediate termination of your services.

Miscellaneous

Wolf Valley Creative Services is NOT liable for, nor responsible to provide technical support for issues that are the responsibility of www.WolfValleyHosting.net.   24/7 support is available at www.WolfValleyHosting.net for all technical issues involving host accounts, email and domain names directly from that site.  If your issue is the responsibility of www.WolfValleyHosting.net and you contact WolfValley.net we will direct you to the appropriate support desk.

Wolf Valley is not responsible for lost passwords to accounts you maintain yourself.  This includes your website administrator access, even if we initially developed it for you.  Your passwords are encrypted, we CAN NOT see what your password is, it can be reset to a temporary password and you may change it again as you wish.  If we have to access your database to reset a password because you do not remember it, we may charge you for the time it takes to perform this work.

Other Policies:

Please view our other policies for general terms of service.